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Author Archive: Emily Walker

Social Media could be Beneficial to Customer support

As social media grows so does the interaction between businesses and their customers through the use of various social media platforms. For instance, Twitter reported a 250% increase in the customer to business interaction over the past two years.

The age of customers wanting instant messages to their queries is upon us and it is time for companies to start realizing the potential value Social CRM could bring to their business.

The difference between Social CRM and Traditional CRM

Traditional CRM

Traditional CRM ( which stands for Customer Relationship Management) traditionally made suggestions and generalized queries, findings and data based on customer statistics and data preferences.
The customer would either have to place a phone call, wait for a callback or an email for a response to their problem or query.

Social CRM

Social CRM uses various social media platforms to interactively engage the customer in a one-to-one conversation and uses the customer’s queries, suggestions, complaints and social interactions with the support team to gain a more accurate and user-specific picture of the customer’s needs and desires.

How does Social CRM benefit your business?

Because Social CRM potentially interacts with the customer’s social media interactions tracking a client’s queries, suggestions and complaints are easier to organize and manage to make communication between the company’s customer support team and the customer one that should be a lot faster. This is beneficial to both the customer and the support team member.

Why should Social CRM be important to your business no matter the size?

Don’t be left behind the times

Consumer behavior studies recently conducted deduced that 67% of consumers have contacted businesses over a social media account. Consumer demands faster response to their complaints and queries are on the rise and by not meeting these demands the business could suffer as they go to another business that does meet them.

Social media is the new word of mouth

Nowadays a disgruntled customer blowing off steam is not just one person moaning to two or three of her friends and the word spreading slowly down the line.

It is a consumer whom with one Tweet, Facebook or Instagram post is potentially reaching hundreds if not thousands of people with a reach that can span the globe.

When you look at the disgruntled customer in that light Social CRM suddenly makes a lot of sense!

5 Possible Ways you can Save Time on Social Media

With so many social media applications out there that are must-haves for your business trying to keep up with them, all becomes a rather time-consuming task.

Here are some possible ways that could hope you save time with your social media.

1. Setup a Content Vault

This is much like the old style filing cabinet where you would file away different documents, photos, etc. All sorted in a neat format and style unique to yours or your office’s needs.

This is much the same for the Content Vault and if you are already storing files or emails on your computer you pretty much have one already.

However, it is better to create a unique one designed just for all the presentations, texts, videos, photos, gifs, jpegs, etc.

If multiple people use social media in your company then ensure that they keep to the standard format of the vault and that all social media content is kept in the vault.

2. Social media automation software

There are different applications designed specifically to automate your social media activities.

Some are paid for applications that are mostly subscription based but you do get some really good ones that are totally free and can work just as well as the paid for ones.

3. Limit your Posting

We get it – really we do, you want to have your presence known and join in everywhere you can but rather send out a few quality regular posts and leave your audience wanting more than bombard them with a flood of posts that just annoys them.

4. Share Content

It is okay to share someone else’s post that you think someone else in your group may benefit from or would like to know.

It is also a good idea to diversify and not always post about you or your company. Give good quality advice; show your followers that you care by sharing information and advice. Let them in a few good trade secrets or bargains you know about etc.

5. Make a listing station

A good listing station is a way to set up alerts that alert you whenever your company gets a mention in a post.
There are many good ways to set these up one easy way is with Google Alerts.

3 Best Social Media Applications for your Business

Here are three of the best social media applications for your business.

1. Twitter

Everyone from individual to large corporations should be using Twitter to interact directly with customers and other companies.

But posting multiple times a day your company has a great outreach as Twitter is by far the most dominant of the social-sharing economy.

2. Instagram

Great for getting your visual content out there, sharing of short videos and pictures.

Although popular with most corporations Instagram is great for fashion, lifestyle and food industry brands.

3. LinkedIn

Is the most predominant social media applications for businesses and connecting people in the job/industry market.
There is nowhere else online that companies and company personnel or more intimately linked.

This is a great social media network to advertise your corporate needs on the job market and seek out potential employees.